AI-Driven Contact Center Transformation Consultant

Capgemini Invent; Atlanta (GA); On-site; USD 68,000 - 128,000; Full time

Job summary

Capgemini Invent is seeking a Consultant, AI Customer Service Transformation to design, develop, and deliver AI-enabled support solutions. You will work with business stakeholders, customer service teams, product owners, and technical specialists to translate needs into actionable requirements and features.

You will help deliver Generative AI and Conversational AI solutions, shape product backlogs, and ensure effective testing and rollout, while applying responsible AI principles across

Qualifications

• 2-5 years of consulting, business analysis, product management, customer experience, or related fields.
• Strong analytical skills and experience gathering requirements and documenting processes.
• Experience with customer journey mapping, service design, or conversational design.
• Understanding Generative AI and LLMs in customer service contexts.
• Familiarity with Agile delivery, backlog management, and iterative development.
• Knowledge of contact center processes and service metrics.
• Excellent communication and stakeholder management skills.

Responsibilities

• Gather and document business requirements through stakeholder interviews, workshops, process analysis, and journey reviews.
• Develop user stories, acceptance criteria, process maps, and functional specs.
• Design conversational experiences including intents, dialogue flows, prompts, and handoffs.
• Analyze conversations and metrics to identify automation opportunities and CX improvements.
• Support backlog management, prioritization, and sprint planning in agile delivery.
• Collaborate with AI developers, data specialists, and business stakeholders to translate requirements into AI solutions.
• Execute functional, conversational, and UAT testing and defect management.
• Support client presentations, workshops, and solution demonstrations.

Skills

AI literacy

Requirements gathering

Stakeholder mgmt

Agile delivery

Conversational design

Tools

Salesforce

GenAI tools

Job description

Capgemini Invent is seeking a Consultant, AI Customer Service Transformation to design, develop, and deliver AI-enabled support solutions. You will work with business stakeholders, customer service teams, product owners, and technical specialists to translate needs into actionable requirements and features.

You will help deliver Generative AI and Conversational AI solutions, shape product backlogs, and ensure effective testing and rollout, while applying responsible AI principles across